CCTV System troubleshooting Solution

Loss Prevention Department

Presented by:
Albert John B. Olivera CSSP, CIA, OSH
Corporate Loss Prevention & Security Manager
 BACKGROUND
As a result of the problems and faults our business clients are experiencing, we are now receiving numerous
reports about their CCTV systems. Feedback sent via SSD-Helpdesk ticket relates on the routine of the
CCTV system Service Provider attributable to delayed service delivery affecting the followings;

• Repair or replacement of CCTV camera

• HDD, NVR or DVR repair
• Repair and relay out of wiring due to rat bites
• Replacement of UPS due to battery damage
• Relocation of CCTV camera due to revamping
• Inconsistency of quotation

That by tolerating Service Providers work deficiency, the business units is at risk and may probably loss the
following benefits:

• Disappointed customers
• Exposure to shoplifters and pilferage due to the absence of CCTV
• Slack employees
• Unreliable policy implementation
• Loss valuable feedback 2
 BRAINSTORMING

Malicious Activities Angry Customer

Dissatisfied customer Slack customer

3
 FISHBONE ANALYSIS

EFFECT
CAUSE

PEOPLE METHOD MEASUREMENT

• Lack of • No validation is • No quarterly
coordination done during evaluation or key
• Deceitful intent system error performance
• Poor
communication
• Lack of activity
checklist
indicator
Multiple CCTV
PROCEDURES ENVIRONMENT MATERIALS malfunction
• No clear policies and • No problem • Materials are not
guidelines in assessing the evaluation of verified during
performance of SPs CCTV location installation, poor
• No process to aide the • Physical layout service quality
business units on how to is decided by
control system malfunction SPs
• No accountable person to
manage the system

4
 McKinsey 7S Framework
STYLE
STRATEGY

• Proactive respond to CCTV concern • Courteous Approach

• Established a comprehensive service level • Customer eccentric
agreement • 24/7 client service
• Precise coordination with SBUs
STAFF

STRUCTURE
Shared Values • Well trained staff
• On call SP technician • Intensive Background experience
• Roving technician PMS Enhanced customers • Critical Thinkers
satisfaction • Customer service
SYSTEM
SKILL
• CSD HELPDESK
• S
Customer relation
• Email
• Sense of responsibility
• Social media communication
• Integrity towards work
• Sense of urgency
 SERVICE PROCESS FLOW

SERVICE
REQUESTOR ADMIN - SSS FMD - ONSITE TECHNICIAN

SERVICE PROVIDER

LPO - MONITORING

PROCUREMENT – BUYER
 EVALUATION

ADMIN - SSS

FMD - ONSITE TECHNICIAN SERVICE PROVIDER

REQUESTOR
• Acknowledged ticket created by CSG - • Profiling customer concern
• Create HD Ticket SSD • Perform Evaluation of major works
• Ensure accurate selection  Conduct validation and minor works of • Perform immediate response
of categories CCTV system • Bill of Materials
• Make follow up  Make recommendation to CSG - SSS • Submit certificate of completion to
• Close the ticket SBUs

 Evaluation of the service request will be done by the onsite technician within 3 days from receipt of
the ticket.
 FMD technician shall acknowledge the ticket thru email/phone call within 2 days from receipt of the
ticket.
 FMD technician shall inform admin-SSS if cctv defect will be outsource to CCTV provider under
CMS
 CCTV SYSTEM TROUBLESHOOTING
FMD MINOR REPAIR
• Monitor Installation
• UPS inspection and installation
• Camera re-focus
• Replacement of HDMI cable
• Replacement of mouse
• Ethernet cables and wire
• Inspection of rat bites
• Replacement of RJ45
• Cleaning of server cabinet
• Cleaning of camera lens
• Replacement of CCTV camera
• Checking of video loss/ no link
SP MAJOR REPAIRS
• Replacement of NVR/DVR
• Replacement of battery
• Replacement of Hard disk
• Reconfiguration of NVR/DVR
• No playback
• Static view
• Graphic correction and adjustment
• No recording
• Relocation of server box
• Re-wiring and layout of cables
• Relocation of CCTV camera
• Installation of additional camera
• Replacement of PoE switch
 HELPDESK TICKET UPDATE

January 2023 - May 31, 2023

ALMASOR
Unsolved Solved

PROCON SHANNUN PROCON SHANNUN

SMR 36 29 62 22

DS 12 7 30 4

PM 5 12

RMT 2 2 3 0

FC 3 7

TT 1 1

FO 1 2

BSC 0 1

:
 January 2023 - May 31, 2023

CSCNQ

Unsolved Solved

PROCON PROCON

SMR 38 40

DS 10 7

PM 1 5

RMT 2 7
 HOW CAN WE MINIMIZE CCTV PROBLEM CONCERN
• Due to the large coverage of each contractor within their area of assignment, the SPs
experienced multiple report through CSD-SSD ticket helpdesk coming from the SBUs. It is
recommended to source multiple service provider who can render installation and repair to
designated areas.
• It is recommended to divide the coverage of SPs into 5 areas covering;
• CAMARINES NORTE, CAMARINES SUR, QUEZON PROVINCE
• ALBAY 1
• ALBAY 2
• SORSOGON
• MASBATE
• It is also recommended that PMS minor works should handled by the FMD supported by
hiring new talents that can be trained or have experience in CCTV electronics.
• The recommended CMS of SPs will be their equipment installed under warranty or the
existing equipment of the establishment during contract.
RECOMMENDED AREA PER CONTRACTOR
 TARGET OUTPUT

Quick response to SBU CCTV concerns through split areas.

Reduce the ticket caused by the removal of PMS.

Reduce the amount of the billing report payable to SPs from PMS.

Through the activity interfaces of FMD professionals with SPs, we are able to envision positively
how they will manage the CMS and PMS of the LCC establishment in the future.

Owner-supplied supplies will enhance cost cutting because FMD will now mobilize for small jobs
internally.
End of Presentation